Historical Reports by Hour

Running Cisco Unified CCX Historical Reports 8.0 (2.8).
When I do a traffic analysis for an 8 hour period, at the bottom of the report I also get an analysis of the two peak hours. But I’d like an hour by hour detail without having to run the traffic analysis manually by hour.
I have similar desires for the Contact Service Queue Activity report. Is there a way?

Hi
There is a 'Contact Service Queue Activity by Interval' report. Once you selected that one, you can go on the 'detailed' tab and select an interval which is used to divide up the report.
Regards
Aaron
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Historical reports - All available DB connections in use

Hello all,
We just started receiving DB connection errors when trying to login to the Historical reports.
the error says: "All available connections to database server are in use by other client machines. Please try again and check the log file for error 5054"
However I can't see where anyone is logged into the tool. Is there a way to see who is logged into Historical reports? Also is there a way to kill sessions to Historical reports.
We are on UCCX 7.0 (1) SR05_Build504
Thanks for any help that you can provide.

NM stands for Node Manager.
You can got o Widnows Services and restart Node Manager( after hours. I know you mentioned that no one is logged in at this
time but somehow sessions are stuck and restarting NM should fix that.
Please also increase this value below. This would hopefully resolve the problem in furture.
Increased the number of "Max DB Connections for Report Client Sessions"
field under tools >>historical reporting.

UCCX 9.0(2) Historical reports

We recently upgraded to UCCX 9.0(2) and now use the CUIC for historical reports. So far it seems like a step backwards in terms of ease of use and flexibility in running various reports.
Our Call Center is open from 7 AM to 7 PM M-F. I want to run a CSQ activity report that shows the number of inbound calls after 5 PM over the last 60 days. Seems fairly straight forward, but have not been able to figure out how to capture this information. I choose the absolute time frame of 4/23/14 to 6/23/14 (60 days) and then choose the starting time as 5 PM and ending time as 11:59 PM. This gives me results that I know are not correct as the volume is extremely high. I believe what the report is capturing is from 5 PM on 4/23 and running through 11:59 PM on 6/23.
Anyone know how to run report to capture the data I am looking for? Thanks in advance.

It was working when using together with HRC? By any change it was a customized reporting?
If not mistaken there was a recent post on how to customize it to only capture calls during office hours and non office hour
Thanks!
-JT-

Historical reporting...reports are different?

I'm looking at 2 reports for a 24 hour period trying to figure out the total amount of calls handled by the system. The reports are:
Contact Service Queue Activity Report and Traffic Analysis.
CSQ Activity Report shows the number of calls handled, abandoned, and dequeued. Traffic analysis just shows 1 bar with total calls.
Even if I add up all the calls from the activity report, it doesn't match the number on the traffic analysis. What's up with this?
For example - Yesterday I had roughly 1475 calls including about 50 abandoned calls from the activity report. The traffic analysis shows 1741 calls.
Any ideas?

Hello,
Although there exists some bugs regarding Historical Reporting discrepancies, I've found that most of the times the differences are caused just because the different reports show different information.
For example, the differences between Traffic Analysis Contact Service Queue Activity Report might be because of this:
The Contact Service Queue Activity Report includes abandoned ICD calls. (This report counts an ICD call as abandoned if the caller hangs up while queued for a CSQ or CSQs). The IVR Application Performance Analysis Report includes abandoned ICD calls and abandoned IVR calls. (This report counts a call as abandoned if the call ends before it is answered by an agent or before it is marked as handled by a workflow.)
Another example are the the differences between Traffic Analysis and Called Number Summary Report:
The Traffic Analysis Report will show any new call received into the UCCX system. For example an inbound call from the PSTN will increase the TA report. This new call will also increase the Called Number Summary Report. However, let's say the agent transfers the call to another agent or back to the CSQ. This will add a second call to the Called Number Summary Report but will not increase the TA report.
I'm not sure if this will explain the difference on your case or all cases, but I've seen it's the one that confuse most people.
Please check this FAQ which explains each report and that description might give you an idea if the reports really show a discrepancy or they just show different information:
http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_1/english/admn_app/hist_rep/hradvch4.pdf
HTH. If you really think it could be a bug it would be better to open a TAC case.
Pablo

UCCX Historical Reporting Automated Install

Does anyone have any pointers on how to automate the install for UCCX Historical Reports? 7.01(504)

Hi Lisa
1) That report shows the hour period that had the most incoming calls to the whole system. That means all CSQs... what report are you comparing it to? That report may be for a single CSQ that is busy in the afternoon, where the total for the system is higher in the morning.
2) No, there is not. You would need a custom report to produce this if it is important.
Regards
Aaron HarrisonPrincipal Engineer at Logicalis UK
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Historical Reporting Client Login Failure - UCCX 7.0(1)

We're experiencing intermittent login failures with the Historical Reporting Client, extract from the log file below:
1: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK: Error # 35761 ,Description= Request timed out ,LastDllError= 0
2: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://<ip address>/histRepWebSrvrComp/histRepClientsServlet)
3: 28/04/2010 11:58:25 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
4: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Authentication response was NOT received from (http://ip address/histRepWebSrvrComp/histRepClientsServlet)
5: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
6: 28/04/2010 11:58:30 %CHC-LOG_SUBFAC-3-UNK:Connection to web server failed due to: 12017 : Operation cancelled
7: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Connection to web server failed due to: 12017 : Operation cancelled
8: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Failed to load authentication response due to empty XML buffer from authentication servlet)
9: 28/04/2010 11:59:05 %CHC-LOG_SUBFAC-3-UNK:Login Error | Invalid server name or IP address. Check the server name or IP address and login again.
Does anyone know why this may be happening as it's driving the customer mad. User can usually login after a few attempts.
The authentication timeout is set to 15 seconds, surely this is more than enough time or should we increase the timer?
Any advice much appreciated.

Hi Robert
Thanks for the response and all very good suggestions which should help Chris narrow down his particular issue.
It's been about a year since we last looked at this so I'd quite forgotten most of the diagnostics we'd done however we did go through most of the same diagnostics ourselves but the resolution was hampered due to the fact we support the telephony/WAN and another third party supports the desktops and LAN infrastructure so after months of to and fro with the customer and their third party (and many, many man hours) we eventually left the risk with the customer and investigations never progressed any further.
1.) Upgrade to UCCX 7.0SR5. This is a very stable release of code with few open bugs or caveats against it.
            - Agreed. We also ran into other bugs which required an upgrade.
2.) Verify that the active NIC is indeed at the top of the bindings order. Just having it active isn't enough, there needs to be the further test of moving to the top of the bindings order.
            - We did check this.
3.) Verify that the hosts file on the UCCX server(s) has the external IP and hostname of the server in it.
            - Did this too.
4.) Check the remote locations to verify that the network is correctly configured, there are no line errors on the WAN circuits, no misconfiguration on the switch/router ports and that QOS is in place across the network.
            - This part of the investigation stalled due to another 3rd party supporting the onsite network however no WAN issues were found.
5.) Try to take a test system that is on the same network as the one having HRC errors. See if it's seeing the issues. If not, progressively move out to other offices/locations until you replicate the issue and then see what has changed. Something there should hopefully point to the cause of the error.
            - We did this also, using my laptop I connected from various locations and even when using the same network connection as the end user had no problems, we did note the successful connection attempts used a slightly different network route/DNS/WINS however again got nowhere with the third party supporting this aspect of the network.
6.) Finally, you may want to consider creating external data warehouse servers so that your UCCX servers aren't serving up the HRC data.
            - Not an option for this customer, again this aspect of the service is a different third party on their own network and customer not willing to pay for additional servers for the telephony estate to provide this functionality when they only have a few CCX users.
Regards
June

Historical Reporting Contact Center Express - Errors

Hello
When i create the report on my contact center express for historical information of somes ACDs, i am watching the following:
Reject: Remote Timeout
Reject: Channels Busy
Reject: Trigger Failed
What these reasons code mean???
Thanks,
Alexis Munoz

Aaron,
Thank you I will try what you suggest.
Respectfully,
Deborah
Deborah A. Morgan
Mary Washington HealthCare
Information Systems Network Support Team
(540) 741-1048 voice
(540) 741-1072 fax
Email [email protected]
From: aaronharrison
To: Deborah Morgan
Date: 09/12/2011 05:18 PM
Subject: - Re: Contact Center Express 7 Historical
Reports Peak Time CSQ
Cisco Support Community
Re: Contact Center Express 7 Historical Reports Peak Time CSQ
created by aaronharrison in Contact Center - View the full discussion
Hi
The closest thing to what you are asking for that I've seen is the
'contact service queue activity by interval' report.
It produces normal CSQ stats (total, abandon etc) per interval (i.e. per
hour, 30 mins or 15 mins) through the day so you can see when your busy
times are.
Change the 'interval' to what you need on the detail tab before running
the report.
Regards
Aaron
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Historical Reports - Custom Report (sort of)

Working in Cisco Unified CCX Historical Reports. The 'Agent Call Summary' report gives me almost what I need. I need total number of outbound and total number of inboud calls by agent...by hour. If I run the report every hour that would be great, but unrealistic. Is there an easy way to run this report once a day and have it break out by hour intervals?
Thanks!
Mel

Hi,
I am facing the same pbm.
you mentioned that "Avoid duplicate row aggregation" where did u do that.
is there any other solution other than adding blank space
please...

Re: UCCX 8.5. Historical Report how do i change the reporting interval?

Hi
The default reporting interval on historical reporting is one hour, how do I change this to 15 or 30 minutes?
Marsha

3rd Party, but...
http://leoparddocks.com/index.php

UCCX Historical Report Chart Time Units

I'm running a UCCX historical report that charts each agent's logged in time in seconds. I'd like to make the report's chart as easy to read as possible. Is it possible to change that X-axis unit from seconds to hours instead?
Thanks!

You'd have to modify the Crystal Reports file (.rpt) to do logic to change it. Otherwise, no, not that I am aware of.

Cisco Unified CCX Historical Reports

Hello,
Issue: The time showing on the Historical Reports are not correct
Error message/issue description:
While comparing the recorded calls from QM Management Destop system to the reporting system the timings on the historical reports appear to be at least an hour behind. Can these be synced to show the same times
Thanks !!
Shridhar Reddy

Hi Shridhar,
The time zone displayed in the report is either UTC or local time zone, based on the TIMEZONE settings in hrcconfig.ini. You can also change the time zone for each report as shown in the procedure.
Note: When a report shows date and time information for an event or an activity in the report data, that date and time is based on the TIMEZONE configuration in hrcconfig.ini.
The Start and End time is also based on the TIMEZONE configuration in hrcconfig.ini.
The difference between the server time and the selected time zone is displayed within parentheses beside the Start and End time.
The report generated time displayed at the bottom of the report is the local time of the HR client machine.
To change the time zone for a particular report, follow these steps:
Procedure:
Step 1: In the Unified CCX Historical Reports main window, choose the report settings that you want.
Step 2: Choose the Settings menu.
Note: You notice the check mark beside the Use UTC Time Zone for Reports menu option. This depends on the configuration in hrcconfig.ini.
If UTC time zone (value 1) is configured, the check mark is displayed. If local time zone (value 0 - Default) is configured, the check mark is not displayed. For more details, refer The hrcConfig.ini Configuration File, page 2-13.
Step 3Click Use UTC Time Zone for Reports to select or unselect the option manually.
Please refer the section "The hrcConfig.ini Configuration File" from page 33 onwards in the below link,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
TIMEZONE:
Specifies the time zone that will be displayed in the Unified CCX Historical reports. This value can be preset before you login to Unified CCX Historical Reports client.
You can also change this value from the Historical Reports client user interface.
Valid values: 0 and 1
Value 0 - Historical report will display the time zone of the client’s machine.
Value 1 - Historical Report will display the UTC - GMT time zone.
Default value: 0
Note:The time and date for data in scheduled reports is always the time and date of the Cisco Unified CCX Historical Reporting database which is the UTC time zone.
Please refer the section "Changing the Time Zone to be Displayed for a Report" from page 142 onwards in the below link to do so,
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85hrug.pdf
Hope it helps.
Anand
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UCCX 7.0.1SR5 to 8.0 upgrade while also adding LDAP integration for CUCM - what happens to agents and Historical Reporting data?

Current State:
•    I have a customer running CUCM 6.1 and UCCX 7.01SR5. Currently their CUCM is *NOT* LDAP integrated and using local accounts only. UCCX is AXL integrated to CUCM as usual and is pulling users from CUCM and using CUCM for login validation for CAD.
•    The local user accounts in CUCM currently match the naming format in active directory (John Smith in CUCM is jsmith and John Smith is jsmith in AD)
Goal:
•    Upgrade software versions and migrate to new hardware for UCCX
•    LDAP integrate the CUCM users
Desired Future State and Proposed Upgrade Method
Using the UCCX Pre Upgrade Tool (PUT), backup the current UCCX 7.01 server.
Then during a weekend maintenance window……
•    Upgrade the CUCM cluster from 6.1 to 8.0 in 2 step process
•    Integrate the CUCM cluster to corporate active directory (LDAP) - sync the same users that were present before, associate with physical phones, select the same ACD/UCCX line under the users settings as before
•    Then build UCCX 8.0 server on new hardware and stop at the initial setup stage
•    Restore the data from the UCCX PUT tool
•    Continue setup per documentation
At this point does UCCX see these agents as the same as they were before?
Is the historical reporting data the same with regards to agent John Smith (local CUCM user) from last week and agent John Smith (LDAP imported CUCM user) from this week ?
I have the feeling that UCCX will see the agents as different almost as if there is a unique identifier that's used in addition to the simple user name.
We can simplify this question along these lines
Starting at the beginning with CUCM 6.1 (local users) and UCCX 7.01. Let's say the customer decided to LDAP integrate the CUCM users and not upgrade any software.
If I follow the same steps with re-associating the users to devices and selecting the ACD/UCCX extension, what happens?
I would guess that UCCX would see all the users it knew about get deleted (making them inactive agents) and the see a whole group of new agents get created.
What would historical reporting show in this case? A set of old agents and a set of new agents treated differently?
Has anyone run into this before?
Is my goal possible while keeping the agent configuration and HR data as it was before?

I was doing some more research looking at the DB schema for UCCX 8.
Looking at the Resource table in UCCX, it looks like there is primary key that represents each user.
My question, is this key replicated from CUCM or created locally when the user is imported into UCCX?
How does UCCX determine if user account jsmith in CUCM, when it’s a local account, is different than user account jsmith in CUCM that is LDAP imported?
Would it be possible (with TAC's help most likely) to edit this field back to the previous values so that AQM and historical reporting would think the user accounts are the same?
Database table name: Resource
The Unified CCX system creates a new record in the Resource table when the Unified CCX system retrieves agent information from the Unified CM.
A Resource record contains information about the resource (agent). One such record exists for each active and inactive resource. When a resource is deleted, the old record is flagged as inactive; when a resource is updated, a new record is created and the old one is flagged as inactive.

Record is not displayed in Historical Reports-Activity with no Customer

Hi All,
We have an issue in Historical Reports for Activity.we are using Book of Business also.
Now the issue is under Activity History as subject area, when an activity doesn't have any Customer it should come as Unspecified in the report.
Like if it doesn't have account assosiated to it then it is shown as Unspecified in the report.
But for activity with no customer assosiated to it, it is not showing the entire record (Acitivity) in the report.
When the Customer field is removed from the displayed columns then we are able to see those activities in the report.
Note:
But when the Book of Business is not there previously, it was working fine
An response is appreciated.
Thanks & Regards,
Lemu
Edited by: Lemu on Dec 28, 2010 10:33 PM
Edited by: Lemu on Dec 28, 2010 10:34 PM

Hi,
Yes we have a workaround for this.
Since the Primary Customer is not exposed as an Activity filed.
Copy the value of the Primary Customer and display it in a filed of activity using workflows.
Then replace the customer filed with this filed.
Then u will get the activity without customer also cause the customer filed is a normal activity field.
Hope this helps.
Regards
Lemu

Historical Report - export report in excel format

Hi,
We are on UCCX 8.0 (SU2). We have an issue with Historical when we tried to export report in excel format, the report does not display in correct column. It's very confusing. We could manually correct (rearrange) the column label but it take lots of time as we have so many reports.
Is there anyway to fix this issue? Does anyone experience the same issue with Historical Report?
I attached the pictures for example.
Thanks,

This type of behavior is a bug. I took a look in the bug toolkit and there are several defects filed against the Agent Summary report in 8.0 but not one that matches this behavior. I would venture a guess that a DE was sloppy when fixing another bug and introduced this on us.
You should open a TAC case on this. It is also possible that this defect already exists but is not public in the toolkit yet.

Issue with CRS Historical report scheduler

Hello guys,
I have a customer with ipccx 5.02 .
THe customer could execute manual reports but the scheduler reports doesnt work.
I follow the IPCCX troubleshooting guide :
1.Stop and start scheduler service.
2. Connectivity is fine.
I dont receivce any error from CRS client , i need little help im new in IPCC world?
Any suggestions please?
Thanks,
Carlos

Hi Anubhati,
PC is logged during the time that scheduled is programming and also is not in sleep mode.
I have download the CiscoSch log from CRS Historical report and i found i issue with license :
INFORMATIONAL Jan 19 2011|17:00:45 Authenticate [email protected]@default user on Application Server 10.181.55.247
104 ERROR Jan 19 2011|17:00:45 Getting of total available license info failed
105 ERROR Jan 19 2011|17:00:45 Historical Reporting Licenses Available(=0); Report cannot be generated.
I have the following license :
UCCX enhanced
IVR ports 150
Enhanced seat 22
CCX Maximum agents 300.
I generated a report for see how many agents is logged in = 15 .
Regards,
Carlos

Historical Reports by Hour

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